Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004
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Program Professional Framework
Delivering Quality Management and Customer Satisfaction to meet ISO 10001 – 10004
Program Overview
Customer satisfaction becomes manageable when it is designed into processes rather than measured after the fact. This course works through the ISO 10000 family of customer satisfaction guidelines: ISO 10001 for customer satisfaction codes of conduct, ISO 10002 for complaints handling, ISO 10003 for external dispute resolution and ISO 10004 for monitoring and measuring satisfaction. Participants learn how these guidelines plug into an ISO 9001 quality system and into the customer happiness and service charter initiatives used by GCC government entities, then design practical tools for their own service lines.
Learning Outcomes
- ✓Draft a customer satisfaction code of conduct with specific, verifiable promises consistent with ISO 10001.
- ✓Design a complaints handling process covering receipt, tracking, response, escalation and closure in line with ISO 10002.
- ✓Define when and how unresolved complaints move to external dispute resolution under ISO 10003.
- ✓Build a satisfaction measurement plan with survey design, sampling and analysis methods aligned with ISO 10004.
- ✓Link complaint and satisfaction data to ISO 9001 corrective action and management review.
Target Audience
- Customer experience and customer happiness managers
- Quality managers and QMS coordinators
- Complaints and service recovery officers
- Service centre and contact centre supervisors
Detailed Program Modules
01The ISO 10000 Customer Satisfaction Family
- Scope of ISO 10001 to 10004 and how they interrelate
- Integration with ISO 9001 customer focus requirements
- Service charters and customer promises in GCC public services
02Customer Satisfaction Codes of Conduct (ISO 10001)
- Writing specific, verifiable customer promises
- Implementing and communicating the code
- Monitoring adherence to the code
03Complaints Handling (ISO 10002)
- Guiding principles: visibility, accessibility and responsiveness
- Complaint lifecycle from receipt to closure
- Roles, records and complaint handling KPIs
04External Dispute Resolution (ISO 10003)
- When internal resolution is exhausted
- Selecting and working with dispute resolution providers
- Fairness, confidentiality and outcome monitoring
05Monitoring and Measuring Satisfaction (ISO 10004)
- Direct and indirect indicators of satisfaction
- Survey design, sampling and response bias
- Analysing results and reporting to management
06Closing the Loop
- Feeding insights into corrective and preventive actions
- Service recovery and customer communication
- Periodic review of the satisfaction framework
Training Methodology
Applied Project & Assessment
Applied Project
Participants design a customer satisfaction package for one service: a draft code of conduct, a complaints flowchart with KPIs and escalation to external resolution, and a satisfaction survey with sampling plan and reporting template.
Assessment
Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.